V2 Rubric Detail — ff5973b6-6f33-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 18:47
Duration
5m 54s
Contact
Kenn Deigh
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134498
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_device reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall49.3% (+17.3)

V2 Grader Summary

The agent took ownership and provided a plausible resolution path via factory reset and follow-up email, but delivered technically inaccurate instructions (30-second reset) and omitted essential diagnostics and tool use. Empathy was limited and the outcome was not confirmed, resulting in a partial resolution. No critical failures occurred to trigger auto-zero.

V1 Case Analysis

WHW01 node shows solid red LED after switching to Ultra Fiber ISP. Agent advised incorrect 30-second factory reset and referenced non-existent 'pie press' method. No verification of WAN settings or ISP requirements. Call ended with promise of email; no resolution confirmed.

Troubleshooting Steps
  • Confirmed device model (WHW01).
  • Informed customer that WHW01 is not app-compatible and must use web UI.
  • Advised factory reset by holding reset button for 30 seconds on both nodes.
  • Mentioned non-existent 'pie press' method.
Key Observations
  • Agent advised holding reset button for 'at least 30 seconds' — KB specifies 10–20 seconds for WHW01 (universal_factory_reset.md).
  • Referenced non-existent 'pie press' method, which is not a valid procedure for WHW01 setup.
  • Did not verify access to router web interface at http://192.168.1.1 or http://myrouter.local after reset.
  • No discussion of ISP-specific requirements (e.g., VLAN, PPPoE) for Ultra Fiber.
  • Failed to collect or verify warranty status, case number, or customer readiness before ending call.
  • Call ended without confirming resolution or next steps, only promising an email.
Positive Highlights
  • Correctly identified product model (WHW01) from serial number.
  • Accurately informed customer that WHW01 is not compatible with the Linksys app and must be accessed via web UI.
Agent Errors / Gaps
  • Provided incorrect factory reset duration (30 seconds instead of 10–20 seconds per KB).
  • Referenced non-existent 'pie press' method, causing confusion and contradicting KB guidance.
  • Failed to follow correct troubleshooting path for ISP change (e.g., verify modem mode, WAN settings).
  • Did not verify access to router web interface or correct URL.
  • Did not collect warranty status or create/reference a HappyFox case.
  • Ended call without confirming resolution or customer understanding.
  • Provided incomplete and potentially misleading guidance for ISP reconfiguration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not confirm resolution; call ended with customer instructed to check email later for steps, no verification of success.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent advised factory reset but skipped key diagnostics like checking WAN connection, ISP configuration needs, or web interface access.
R3 Partially Met Correct resolution path conf 88%
Agent recommended factory reset, a reasonable path, but did not verify warranty status or ISP-provisioned device limitations first.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red LED symptom but failed to ask targeted questions about modem handoff, VLAN, or PPPoE settings specific to Ultra Fiber.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not guide customer to access web interface (http://192.168.1.1) to check WAN status or logs, which was feasible.
T3 Not Met No misinformation conf 97%
Agent instructed 30-second reset (KB specifies 10–20 seconds or until LED flash-off); also misnamed 5-press as 'pie press', implying incorrect method.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened call professionally and gave instructions, but failed to confirm understanding, summarize, or smoothly close the interaction.
C2 Met Confirmed understanding conf 93%
Agent used simple language, avoided jargon, and provided step-by-step guidance appropriate to customer's technical level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, and committed to sending follow-up steps, maintaining responsibility.
O2 Met Proactive follow-through conf 95%
Agent set clear next step: customer to check email in 3–5 minutes for configuration instructions.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue type and agent's active troubleshooting path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent lacked explicit empathy statements but remained polite; however, no acknowledgment of customer frustration with new ISP setup.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a procedural tone but did not adjust pace or check comprehension despite customer’s fragmented speech and confusion.
X3 Partially Met Overall experience conf 86%
Agent required customer to wait for email and perform reset later, adding delay; however, avoided unnecessary repetition of known info.
Call Transcript10 turns · 10 lines
Speaker 1
I'm going to know whether I'm under warranty at this point or not. Uh, but I just uh, put in a new uh, provider uh, internet system and it isn't recognizing my linksys system that was working under the old, uh, internet provider.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is d.ll0.4.c.m. How can I help? okay, uh, can I have sir, the serial number? Let me double check the Linksys that you have. [silence]
00:00
Speaker 1
I don't have that information with me. I can only answer about 10 questions.
01:00
Speaker 2
Let me repeat the one, sir. That is 25 F4 Frank 1060 Alpha 826756. Uh oh, okay, thank you so much, sir. And who is your internet service provider? Ultra Fiber, okay. Uh oh, okay. Ultra Fiber, okay, thank you so much, sir. Let me just double check this one here. This one, sir, is the model WHW01.
01:00
Speaker 1
WHW O-1, yes. 2.Yes, I've done everything I can with that and that has all the lights on and seems to be functional. But it just, I keep, on my Linksys it's blank, it's red without blinking. I've already tried factory reset, but I don't know how to get it to link with the current, new uh provider. [silence]
02:00
Speaker 2
This is the one that you have, right? Okay. How many do you have, sir? Two. Okay. So your modem is already active from your Internet service provider, right? It is. What are, what's the color LED light sir? It's green. Okay. With this one, sir for the WHW01. Usually for our WHW0 series.
02:00
Speaker 1
And then, um, the web interface. So, if, 10 seconds. Okay. Okay. [silence]
03:00
Speaker 2
they are no longer compatible with the Linksys app, so if you're going to monitor them and do advanced configuration, you have to access them manually. So what we'll have to do on this one is that we have two methods to set it up. You can use pie press and then the um the the web interface. So if how long do you press the reset button to that node? Oh, okay. Usually, since you're going to reconnect it with your new modem, you'd have to do a full factory reset. So that means that you need to press and hold the reset button of the node. So you have for at least 30 seconds. So you have to reset the main one and then the and then the other one. So um before we begin with that,
03:00
Speaker 1
Yes, that is correct. Thank you. Can day? All right. Thank you so much. I greatly appreciate it. You're welcome. Take care. Bye.
05:00
Speaker 2
E E K...I India G for George and then hotel. Okay, so that's K E N N D E I G H E at Mac dot com. Okay, and first name, sir, and last name. Uh-oh, okay, same on the email. All right. So give me, sir, three to five minutes after this phone call, and then after five minutes, check your email before you begin with the configuration. So you just need to follow the step by step. You're welcome, sir. Thank you as well for taking the time calling Linksys. You take care, okay?
05:00